Alana Burrell
Fishers,IN
Summary
Results-driven Patient Experience Coordinator recognized for boosting patient satisfaction through effective leadership training and innovative solutions, including the development of a departmental intranet. Proficient in analyzing patient feedback using Power BI and adept at high-pressure communication, I played a key role in improving productivity during a 40% increase in patient volume. My expertise in healthcare software, combined with a strong capacity for patient empathy, enhances my professional approach.
Overview
4
4
years of professional experience
Work History
Patient Experience Coordinator
Compass Health Center
05.2022 - 09.2023
- Maintained confidentiality while managing sensitive information about patients'' medical history, treatment plans, and personal circumstances.
- Enhanced leadership awareness of patient needs through targeted training programs and workshops.
- Collaborated with Director of Patient Experience and Innovation directly to identify areas for improvement in the patient experience process.
- Created the intranet for the Patient Experience Department and presented said intranet to leadership including, but not confined to, the organizations CEOs and CFO.
- Collaborated with marketing teams to develop patient testimonials, promoting the organization''s commitment to exceptional care experiences.
- Conducted daily audits on patient feedback data, through Power BI, implementing necessary changes to improve overall satisfaction levels.
Patient Care Coordinator
Physicians Immediate Care
03.2020 - 04.2022
- Accurately record documentation of patients’ medical and medication records while maintaining verbal and written correspondence between providers, management, and lead pharmaceutical representatives
- Actively use interpersonal skills to maintain order in high stress situations while communicating treatment plans, referrals, and recommendations to support patients and providers
- Responsibly trained new hires to proficiency in daily operations while ensuring protocols and company standards are met, including changes due to COVID-19
- Recall various information, ranging from insurance policies to community resources, to ensure accurate patient care.
- Acknowledged by department management for passionate customer service, accountability and innovation while experiencing 40% increase in patient volume
Education
Bachelor of Science - Information Technology Management
Indiana Wesleyan University
Marion, IN08-2029
Biology
Jackson State University
Jackson, MSSkills
- Excellent verbal and written communication skills for interacting with patients, families, and healthcare staff
- Skilled in identifying issues and developing effective solutions to enhance patient satisfaction
- Ability to manage multiple tasks and projects efficiently
- Familiarity with healthcare regulations, policies, and best practices
- Awareness and sensitivity to diverse cultural backgrounds and needs of patients
- Familiarity with healthcare management software and electronic health records (EHR)
Timeline
Patient Experience Coordinator
Compass Health Center
05.2022 - 09.2023
Patient Care Coordinator
Physicians Immediate Care
03.2020 - 04.2022
Bachelor of Science - Information Technology Management
Indiana Wesleyan University
Biology
Jackson State University
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